Remote/On-site - Kia Care, Regional Analyst

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.

NOW HIRING! 🚗✨

Remote Regional Analysts – Kia Consumer Affairs

We’re currently hiring for two Remote Regional Analysts in Consumer Affairs on the Kia Care team. In this role, you’ll serve as a key escalation point for complex Kia consumer cases that require detailed investigation, expert judgment, and high-level customer service. You’ll work closely with dealers, field reps, and internal teams to support resolution efforts that align with customer satisfaction goals and brand standards.

 

About the Role

As a Regional Analyst (also known as an Escalated Case Representative), you will manage escalated Kia customer concerns beyond the scope of Total Case Specialists. You’ll lead the resolution process by conducting in-depth investigations, determining client liability, and working cross-functionally to implement solutions. This is a fast-paced, customer-facing role requiring sound judgment, negotiation skills, and a deep understanding of Kia policies, customer service standards, and consumer protection regulations

 

What You'll Do

• Investigate escalated customer concerns and determine the most effective and compliant resolution path.
• Serve as a high-level liaison between customers, dealers, Kia field staff, and internal case coordinators.
• Analyze repair history, vehicle status, and customer demands to propose appropriate outcomes.
• Manage communications involving legal inquiries, attorney threats, BBB filings, and Lemon Law claims.
• Recommend reimbursement and monetary resolutions; negotiate fairly with customers.
• Ensure timely and accurate processing of customer-facing documents.
• Identify trends or recurring vehicle issues and escalate to internal teams.
• Attend regular training and remain up to date on Kia policy, customer service best practices, and technical product knowledge.

 

Your Impact

• Take Ownership of Escalated Cases: Handle advanced Kia consumer concerns forwarded by the Consumer Affairs Center, including legal inquiries, Lemon Law claims, vehicle fire/accident reports, and high-priority complaints.
• Lead Resolution Efforts: Collaborate with Kia dealers, Field Technical Representatives (FTRs), Escalated Case Coordinators, and legal teams to drive case resolution that satisfies both the customer and the brand.
• Determine Liability & Solutions: Investigate eligibility for vehicle buybacks, replacements, or goodwill adjustments. Apply state regulations and client policies to ensure proper resolution.
• Support Customer Retention: Engage early and often with customers to defuse dissatisfaction and protect brand loyalty, using empathy, professionalism, and sound decision-making.
• Handle Complex Documentatio